Ambassador

Job description

JOB DESCRIPTION:

Job Summary:

To provide the territory with Responsible in retaining existing accounts by increasing Abbott value and Optimizing instrument performance.

Direct Reports (indicate number): 0

Sensitive/ confidential data handled:

Reagent Pricing

Admin Passwords (Instrument)

Key Areas of Accountability:

RETENTION RATE:

• Ensure instrument analytical turnaround time (uptime/repair/maintenance)
• Conduct customer business review (KPI reviews)
• Manage customer relationship and thoroughly plan, prepare and follow up customer visits (pre-call plan, post-call notes)
• Identify customer training requirements
• Coach customers and share knowledge (education)
• Identify and resolve customer pain points (troubleshooting)
• Replenish and control inventory
• Build image and brand in eyes of customer
• “Sell” or reinforce Abbott’s total solution value offering
• Collect and transmit VOC (Voice of Customer)

REVENUE

• Renewals of most of the assigned accounts (adhering to standard renewals procedures)
• Menu expansion (utilization of existing products; new product launches)
• Service sales
• Product promotion
• Value creation
• Order management
• Contract management
• Identify/open door for opportunity to expand offering into other departments (prospecting, not doing)
• Spare parts management
• New assay applications

VALUE CREATION AND EXPANSION (BOOST PRODUCTIVITY):

• Price management
• Service sales
• Free of charge control
• Menu expansion
• Lifecycle management of product
• Service cost management
• CPR management
• Contract Life Cycle and Compliance

BUILD PROMOTERS:

• NPS responsibility (hot sheets)
• Management of inter-client relationships

ANALYTICAL TURN AROUND TIME:

• Assay availability and performance
• Instrument installation & commissioning
• First line level service/fixes
• TSBs – hardware & software upgrades
• Proactive monitoring and communication via AbbottLink
• Escalation & support
• Customer inventory

SYSTEMS & TOOL MANAGEMENT:

• CMS Next tickets (opening & closing)
• Aforce use and maintenance (CRM)
• Paris (reports)

KEY PERFORMANCE METRICS

• 100% renewal rate of profitable business
• Net Promoters Score
• Territory Sales Plan achievement – Base business sales and new business growth
• Account EP Plan improvement
• First Line Service KPIs

Job Specification:

• Responsible for business protection and increasing base business.
•  Increase profitability of existing accounts through value expansion.
•  Improves  instrument uptime through first level fix of hardware and applications errors. 
• Acts as a consultant and coach to share knowledge of Abbott innovative products.
• Sales improvement through Reagents and Service revenue /Abbott total solutions
• Customer Education
• Eyes customer and identifies
• Create Abbott brand

Knowledge & Experience:

• Bachelor’s degree or equivalent relevant experience required.  Bachelors degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred. 
• Practical interfacing with customers
• Strong people management and communication skills
• Trouble shooting/problem solving skills
• Computer skills (word, excel, power point, internet savvy)
• Shows ability to prioritize without help
• Negotiation skills
• Strong sales skills
• Strong work ethic
• Service-minded
• Customer orientation
• Basic application know-how

Competencies required:

Communication

• Effective communication skills needed to interact with for customer education and needs addressing.
• Decision making skills to approach effective course of action and develop appropriate solutions.
• Effective Customer management and relationship skills making customers and their needs a primary concern.
• Planning and organizing skills to efficiently identify critical activities and  prioritize customer related tasks and projects.
• Problem solving ability to make sound decisions based on presented data.
• Creating an Impact vital to first impression and gaining commanding attention.

Minimum Qualification:

• A Bachelor’s degree in Science or allied courses.
• Minimum of 3 years as a Diagnostics Sales Specialist or Technical Marketing Representative.
• Strong sales background.
• Good communication and leadership skills.
• Sound technical skills on diagnostic instrument handling
• Comprehensive industry knowledge, excellent rapport with major customers and professional organization.

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES: